Overview
The Service Assurance L2 Engineer provides advanced operational support for enterprise and Managed SD-WAN services. The role focuses on incident triage, fault isolation, and service restoration across routing, switching, SD-WAN, and security platforms, ensuring SLA adherence and service stability.
L2 engineers own incidents escalated from L1 and work closely with L3, Engineering, vendors, and carriers to restore services efficiently.
Responsibilities
- Incident Management & Operations
- Perform advanced incident triage and troubleshooting for network and SD-WAN services
- Own incidents from L1 escalation to resolution or L3 handoff
- Monitor and correlate alarms using NMS/EMS/OSS tools
- Ensure timely customer and stakeholder communication per Service Assurance standards
Technical Troubleshooting
- Troubleshoot LAN/WAN, MPLS, BGP, IGP, QoS, L2/L3 VPNs
- Support SD-WAN overlay and underlay troubleshooting (VeloCloud)
- Troubleshoot firewall and security policies on:
- Validate and test circuits:
- Ethernet, DIA, MPLS, Broadband, LTE
- Access and troubleshoot Cisco and Juniper routers/switches
Escalation & Coordination
- Participate in technical bridges and vendor escalations
- Provide clear technical handover to L3 for complex issues
- Validate service restoration and perform post-fix checks
Requirements
- Technical Skills & Requirements
- Strong experience in Service Assurance / NOC operations
- Hands-on experience with:
- Cisco & Juniper routing and switching
- VMware VeloCloud SD-WAN
- Palo Alto and Fortinet firewalls
- Solid understanding of:
- MPLS, BGP, OSPF/IS-IS, QoS
- Experience with incident, change, and problem management tools
- Basic scripting or automation knowledge - advantage
Professional Skills
- Strong communication and coordination skills
- Ability to work under pressure in high-severity incidents
- Detail-oriented with strong documentation practices
- Team player with process discipline
Education & Certifications
- Bachelor's degree in Engineering / IT / ECE, or equivalent
- CCNP / equivalent - mandatory
- PCNSA / NSE / equivalent - preferred
Work Schedule
- 24x7 shift operations, including nights, weekends, and holidays
